Director - Onsite Operations & Client Transition

Job Details

Job Location: Wakefield, RI 02879

Position Type: Full Time

Travel Percentage: Up to 25%

Job Summary

The Director of Onsite Operations & Client Transition serves as the primary onsite leader and strategic partner for a hospital client's revenue cycle operations. This role is responsible for leading the transition of revenue cycle functions to India-based delivery teams while ensuring operational stability, client satisfaction, compliance, and performance improvement. The position acts as the key liaison between hospital stakeholders and offshore operations, overseeing transition execution, ongoing service delivery, and revenue cycle performance across front-end, mid-cycle, and back-end functions.

Supervisory Responsibilities

• Provides direct leadership and coaching to onsite transition leads, analysts, and subject matter experts.
• Matrix manages and partners with India-based operations leadership supporting the account.
• Oversees workforce planning, onboarding, training, performance management, and succession planning.
• Fosters collaboration across offshore and onsite teams to ensure operational excellence and service delivery.
• Establishes accountability for quality, productivity, client satisfaction, and revenue cycle performance outcomes.

Duties/Responsibilities

Client Relationship & Operational Leadership

• Serve as the primary onsite point of contact for hospital executives, including Revenue Cycle, HIM, Patient Access, Finance, Compliance, and IT leadership.
• Lead governance meetings, operational reviews, escalations, and executive business reviews.
• Build trusted relationships with client stakeholders and support account growth opportunities.

Transition & Migration Management

• Lead end-to-end revenue cycle transition initiatives from the U.S. to India delivery centers.
• Conduct operational assessments, process mapping, staffing analysis, and transition planning.
• Develop transition roadmaps, risk mitigation plans, training strategies, and go-live criteria.
• Oversee knowledge transfer, pilot programs, cutover activities, and post-transition stabilization.

Revenue Cycle Performance Management

• Drive performance across patient access, HIM/coding, billing, accounts receivable, denials management, cash posting, and collections functions.
• Monitor and improve key revenue cycle metrics, including cash collections, net collection rate, AR days, denial rates, coding accuracy, and cost-to-collect.
• Lead root cause analysis and corrective action initiatives to improve operational efficiency and financial outcomes.

Compliance & Risk Management

• Ensure adherence to HIPAA, HITECH, client policies, security requirements, and applicable healthcare regulations.
• Support internal and external audits and maintain operational risk and business continuity plans.
• Ensure secure handling of protected health information and compliance with contractual obligations.

Continuous Improvement & Innovation

• Identify automation and process improvement opportunities across revenue cycle operations.
• Partner with technology teams on workflow enhancements, system implementations, and operational optimization initiatives.
• Apply Lean, Six Sigma, and continuous improvement methodologies to enhance performance and reduce costs.
• Perform other related duties as assigned.

Qualifications

Required Skills/Abilities

• Extensive knowledge of hospital and health system revenue cycle operations, including patient access, coding, billing, accounts receivable, denials management, and cash collections.
• Proven experience leading large-scale revenue cycle transitions and offshore delivery models.
• Strong executive presence with the ability to engage senior hospital leadership and present operational and financial performance insights.
• Strong analytical and problem-solving skills with experience using KPI dashboards and performance metrics.
• Advanced proficiency in Microsoft Excel and business intelligence tools such as Power BI or Tableau.
• Experience with major healthcare systems such as Epic, Oracle Health/Cerner, MEDITECH, athenahealth, or similar platforms.
• Knowledge of Medicare, Medicaid, commercial insurance, managed care, and reimbursement methodologies.
• Ability to influence teams across multiple locations, cultures, and time zones.
• Strong project management, stakeholder management, communication, and leadership skills.
• Understanding of automation, RPA, AI, and process improvement methodologies within healthcare operations.

Education and Experience

• Bachelor's degree in Healthcare Administration, Business Administration, Finance, Life Sciences, or a related field.
• Master's degree (MBA, MHA, or related field) preferred.
• HFMA, AAHAM, AAPC, AHIMA, Lean Six Sigma, PMP, Prince2, or Epic certifications preferred.
• Experience supporting multi-facility health systems and complex healthcare organizations preferred,
• 12+ years of experience in U.S. healthcare revenue cycle management.
• Minimum of 5 years of leadership experience at the Senior Manager, Director, or equivalent level.
• Demonstrated success leading at least two end-to-end hospital or health system revenue cycle transitions from the U.S. to India or other offshore delivery locations.
• Minimum of 3 years of onsite client-facing experience supporting hospitals, health systems, or physician enterprises.
• Experience leading or matrix-managing large offshore operations teams.
• Authorization to work in the United States without current or future employer sponsorship.

Physical Requirements

• Ability to work onsite at a hospital campus five days per week.
• Prolonged periods of sitting and working at a computer workstation.
• Ability to participate in meetings throughout the hospital campus, including administrative and clinical areas as required.
• Ability to accommodate periodic early morning or evening meetings to support global teams across multiple time zones.
• Ability to travel domestically up to 25% and internationally as needed.
• Must meet all client requirements, including background screening, drug testing, immunization requirements, and credentialing standards.